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Support channels

We offer customer support through three primary channels designed to match your issue type. Live chat, accessible directly in the mobile app or on our website, provides the fastest response for immediate questions about account access, payment methods, or game rules—typical replies arrive within subject to verification during business hours. Email support is ideal for detailed concerns such as bonus eligibility disputes, account recovery, or KYC document reviews; our team responds within 4 business hours on weekdays. In-app help tickets create a record of your request and allow you to track status in real time. All channels operate in English and Indonesian. For urgent issues such as account compromise or large-sum withdrawal delays, mark your email subject "URGENT" and provide your account email plus any relevant ticket or transaction reference number to accelerate routing to our senior support team.

Common request categories

Login and account access issues—forgotten passwords, email change, or device recovery—are resolved fastest via live chat, where agents can guide a secure password reset within minutes. KYC and identity verification questions arise most often when documents are unclear or when a user's submitted identity does not match payment account records; opening a support ticket with clearer photos or a follow-up explanation typically resolves these within 2 hours. Withdrawal review and status inquiries represent another large category; our standard review window is subject to verification depending on payment method and account tier, but delays during peak hours or regulatory checks can extend this. Technical issues—app crashes, slow loading, or payment gateway timeouts—are best reported via ticket so our engineering team can investigate; in many cases, clearing the app cache or updating to the latest version resolves the problem immediately. Bonus terms and promotional eligibility questions can be clarified via live chat, where agents read your account activity and confirm whether you meet conditions to claim an offer.

Response window expectations

Our target is to acknowledge and begin responding to support requests within subject to verification during active hours (7 AM–11 PM Jakarta time, 7 days a week). Simple queries—such as password resets, deposit status checks, or game rule clarifications—are typically resolved in a single exchange and take subject to verification total. Complex requests—such as account disputes, large withdrawal reviews, or document resubmission—may require escalation to a specialist team and take 2–24 hours depending on whether additional verification is needed. Email queries sent outside business hours are queued and addressed in order the next morning. On holidays (Idul Fitri, Idul Adha, Imlek) our response may be slower, though live chat remains available. Users can always view ticket status in the app under "My Support" and receive email notifications when a reply is posted.

Escalation flow

If your initial support contact does not resolve your issue, the agent will automatically escalate it to the next tier. For login or identity disputes, your case moves to our Verification Team, which reviews all submitted documents and account activity to confirm legitimacy; this team typically responds within 6 hours. For payment or withdrawal questions, escalation goes to our Finance Team, which reviews transaction logs, partner bank status, and account limits to identify delays; they typically respond within 4 hours on weekdays. For technical or app issues, escalation routes to Engineering, which may require 24–48 hours if they need to reproduce the bug or check server logs. To help speed escalation, provide your full account email, a clear description of the steps you took, any error messages or screenshots, and—if applicable—the transaction ID or ticket number from your first contact. Escalations are handled with priority, and we notify you by email and in-app message when a resolution is posted.